We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 114 results
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Decision Reference DRN-5097728
15 Nov 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5097728 The complaint Miss L has complained that NewDay Ltd acted irresponsibly when it approved her application for a credit card and then subsequently increased the card’s limit multiple times. Background Miss L applied for a credit card with NewDay in September 2017. Her applicat... (3 pages)View decision -
Decision Reference DRN-4599147
7 Mar 2024 Capital One (Europe) plc UpheldBanking and PaymentsDRN-4599147 The complaint Miss G complains that Capital One (Europe) plc was irresponsible when it offered her two credit card accounts. What happened Capital One opened a credit card account for Miss G in May 2016 and another one a year later in September 2017. The first had a limit of £2... (6 pages)View decision -
Decision Reference DRN-5155337
19 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5155337 The complaint Ms L complains that NewDay Ltd (NDay) lent to her irresponsibly. What happened In March 2016, NDay agreed to give a credit card to Ms L, and then offered and applied increases in the limit as shown: Limit increase number Date Limit March 2016 (new account) £30... (4 pages)View decision -
Decision Reference DRN-3668671
25 Aug 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3668671 The complaint Ms W has complained that HSBC UK Bank Plc was irresponsible when it provided her with a credit card in 2016. What happened HSBC opened a credit card account for Ms W in July 2016 with a credit limit of £5,500. This type of credit was an open-ended or running accou... (5 pages)View decision -
Decision Reference DRN-4481481
8 Dec 2023 Shawbrook Bank Limited UpheldConsumer CreditDRN-4481481 The Complaint 1. Mr C says that, under Sections 75 and 140A of the Consumer Credit Act 1974 (as amended by the Consumer Credit Act 2006) (the ‘CCA’), Shawbrook Bank Limited didn’t act fairly or reasonably in relation to a timeshare he and his wife (Mrs C) were sold on 18 Februa... (42 pages)View decision -
Decision Reference DRN-5380608
10 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5380608 The complaint Mr E complains that NewDay Ltd trading as Aquacard was irresponsible in its lending to him. He wants the interest he has paid on his account refunded. What happened Mr E was provided with an Aqua credit card by NewDay in November 2020. The initial credit limit ... (6 pages)View decision -
Decision Reference DRN-3782010
3 Nov 2022 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3782010 The complaint Mrs B complains that Clydesdale Bank Plc (trading as Yorkshire Bank) irresponsibly lent to her on a credit card, many loans, and an overdraft. What happened In 1999 Mrs B opened a credit card account with Yorkshire Bank, with an initial limit of £900 (going by the... (4 pages)View decision -
Decision Reference DRN-1541494
10 Feb 2020 Nationwide Building Society Not upheldConsumer CreditDRN-1541494 The complaintS is unhappy with Nationwide Building Society, as S thinks they irresponsibly lent them £8,000 when they couldn’t afford the repayments. S also says they were originally offered the loan with a 14% interest rate (or APR), but that rose to 18.9% when they completed ... (4 pages)View decision -
Decision Reference DRN5169168
19 Nov 2013 Santander UK Plc UpheldPayment protection insurance (PPI)This complaint concerns a single premium payment protection insurance (“PPI”) policy taken out in 2009 by Ms F in connection with a personal loan application to Santander UK Plc trading as Abbey National (”Santander”). Ms F says that Santander mis-sold the PPI to her.backgroundMs F took... (4 pages)View decision -
Decision Reference DRN7147131
19 Apr 2018 The Royal Bank of Scotland Plc UpheldPayment protection insurance (PPI)Mr H complained that The Royal Bank of Scotland Plc (RBS) mis-sold him a payment protection insurance (PPI) policy alongside a credit card.backgroundMr H applied for a credit card with RBS and at the same time he took out a PPI policy. He later complained to RBS tha... (8 pages)View decision
